Complaints

This profile includes complaints for EZ Pass New Hampshire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  EZ Pass New Hampshire

  54 Regional Dr Concord, NH 03301-8502

• 

  EZ Pass New Hampshire

  PO Box 2950 Concord, NH 03302-2950

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter drives my vehicle to work every day from Tilton to Manchester working 2nd shift. On her way in she pays a 1$ toll every day. On her way home there is no attendant in the booth. As a result I am sent bills with 1.00 charges for every time she passes through the toll. Attached to each of these charges is a 25.00 administrative fee resulting in me owing 200.00 on one invoice and 25.00 on another invoice just in administrative fees and 12.00 processing fees. I don't mind paying 1.00 for each time using the toll which would be 17.00 but I think that the extra 237.00 is unfair as there are no attendees in the booths so you have no choice but to drive through. I would like to ask that the administrative fees for invoice #*******562758 and invoice #*******236559 and invoice #*******236600 be adjusted so I can pay the toll for use of the road without the unjust fees. In the past several months I have payed hundreds of dollars because of this issue and I cannot do this anymore I am becoming financially exhausted

  Business Response

  Date: 10/06/2022

  October
  6, 2022
  
  ******* ******
  *** ***** **** ** *
  TILTON
  NH 03276
  
  RE:       Better Business Bureau (BBB) Complaint
  #18154085
  
  Dear
  Ms. *******
  
  I am responding to your BBB Complaint #18154085 which
  we received on Monday October 3, 2022.
  
  You have the option to pay for the toll within 7 days
  of the transaction without incurring a processing fee by going to our website
  at www.ezpassnh.com/postpay-trip.
  
  A first invoice is mailed to the register owner of the
  vehicle with a $1.00 processing fee, if this remains unpaid after 30 days a
  second notice is mailed with a $1.50 processing fee, if this remains unpaid
  after 30 days a violation notice is mailed with a $25.00 administrative fee. 
  
  I am extending a settlement offer to resolve these
  outstanding violations and administrative fees totaling $862.00 for a lump sum
  payment of $250.00 in administrative fees, plus tolls. 
  
  Payment of $312.00 ($250.00 in administrative fees, $62.00
  in tolls) must be received by November 7, 2022. 
  Failure to respond with the payment by November 7, 2022 means that you
  have rejected our offer to resolve this matter. 
  If you reject this offer the following will occur:
  
  The settlement offer to lessen administrative fees is withdrawn.
  In accordance with state law (RSA 263:56-f) your motor vehicle registration renewal privileges will be denied.
  Your E-ZPass account will stay suspended until the matter is cleared.  You must remove all transponders from your vehicles and pay cash in the lanes.  If you utilize your account while it is suspended, you will incur unpaid transactions that will escalate to violations if not paid in full.
  If this matter remains unsettled for a year your account will be closed indefinitely.  Any balance on the E-ZPass account will be applied to unpaid transactions.
  Failure to submit payment within 45 days may result in referral to the Office of the Attorney General for collection.  If this matter is referred to the Attorney General’s Office for collection, we may seek payment of the tolls plus the full amount of administrative fees due.
  
  The payment should be made payable to NHDOT E-ZPass. 
  Please note no personal checks will be accepted, we do accept
  money orders or certified bank checks. 
  You may visit a NH E-ZPass Walk-In-Center or call the customer service center at 1-877-643-9727 to submit
  payment over the phone. 
  
  Sincerely,
  
  NH E-ZPass Customer Service

  Customer Answer

  Date: 10/06/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18154085, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past two years that I have lived in New Hampshire, I have had my vehicle registered at the same address with the same exact license plate number – not only that, but I have auto replenish on my EZ pass account anytime the balance dips under $10. I have now incurred so many “administrative” fees with the NH EZPASS and this is completely unfair. Why register my license plate? Isn’t the point of auto replenish and registered license plate with EZ pass supposed to pinpoint who the driver is so that the bill can be given to them accordingly? I called a few months ago and spoke with “Toni” (after waiting for hours) who I tried to explain that I had never received the toll violations in the mail and she was nothing short of disrespectful and condescending. I tried to explain to her that I have my mail sent to a PO box and my mail often times gets placed in the wrong box or lost. I can’t afford these unfair administrative bills that EZ Pass is forcing me to pay. I just don’t understand why these “violations” don’t post on my account when they happen.

  Business Response

  Date: 10/07/2022

  When Mr. ******* opened his account in 2017 via our website, he entered the plate type of his license plate incorrectly as a passenger plate when in fact it is a passenger vanity plate.  I have corrected the plate type, paid the tolls through his account and waived the associated fees.

• Initial Complaint

  Date:09/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged a total of $2,387 including administrative fees. I have been charged EZ pass violations while paying the tolls at the toll booth. I did not realize this until several months after removing the transponder from my vehicle, that my license plate was being scanned when stopped to pay the .75 cents at the toll booth. There are times when it is not possible to pay tolls and must drive through the EZ pass lane. I work in the seacoast area and need to have a car. I have a hold on my registration, which makes it impossible for me to get to and from work with risk of my vehicle being towed and me getting arrested. I have 3 children who are school aged and need transportation. These ridiculous charges to my account make it impossible for me to pay and register my vehicle. All of these charges have accrued beginning on 12/21/21 V00**********-00001 through 08/05/22 ********21260-00004.

  Business Response

  Date: 09/16/2022

  Dear
  Ms* ******
  
  I am responding to your BBB complaint #18027732 which
  we received on September 15, 2022.
  
  A review of your unpaid tolls was performed.  All your unpaid toll transactions took place
  in our dedicated E-ZPass lanes, there is no toll attendant in these lanes to
  collect cash payments.
  
  I am extending a settlement offer to resolve these
  outstanding violations and administrative fees totaling $3,892.00 for a lump
  sum payment of $500.00 in administrative fees, plus tolls. 
  
  Payment of $643.00 ($500.00 in administrative fees, $143.00
  in tolls) must be received.  Failure to
  respond with the payment means that you have rejected our offer to resolve this
  matter.  If you reject this offer the
  following will occur:
  
  The settlement offer to lessen administrative fees is withdrawn.
  If this matter remains unsettled for a year your account will be closed indefinitely.  Any balance on the E-ZPass account will be applied to unpaid transactions.
  Failure to submit payment within 45 days may result in referral to the Office of the Attorney General for collection.  If this matter is referred to the Attorney General’s Office for collection, we may seek payment of the tolls plus the full amount of administrative fees due.
  
  The payment should be made payable to NHDOT E-ZPass. 
  Please note no personal checks will be accepted, we do accept
  money orders or certified bank checks. 
  You may visit a NH E-ZPass Walk-In-Center or call the customer service center at 1-877-643-9727 to submit
  payment over the phone. 
  
  Sincerely,
  
  NH E-ZPass Customer Service

  Customer Answer

  Date: 09/17/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18027732, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've received a letter from Ez-Pass showing the following Transaction number(s) "V002003710001 V001948372032" I was away from my home address for several months and just received word of these violations when a resident at the home saw the different colored insert and asked if I wanted them to open the letter. They took a picture, and I noticed administration fees of $25 + Toll Transaction fees on top of this. I have an active Ez-pass account, and never noticed these violations in my account, nor was I aware of these letters arriving as I was not at the residence this summer. I have always had an Ez-pass with my well riding on this Motorcycle and am not sure why it would not have registered as I do have Motorcycles listed on my account, and they work fine with my Truck and Car. I've tried calling the Ez Pass number at 1-877-643-9727 several times to fix this and when I call I've spent an hour plus, and all I hear is the background music, ezpass recordings and what sounds like someone picking up the phone pressing number and putting my back on hold. It shouldn't be this hard to get ahold of someone to resolve this.

  Business Response

  Date: 09/08/2022

  On September 7, 2022 Mr. **** spoke with Customer Service.   They were ale to reallocate the tolls to his E-ZPass account and waive the fees.  Issue has been resolved.